Not able to export SourceSansPro from Word to Adobe PDF

I have a user that is having an issue with exporting several sensitive documents. They are importing them into adobe to make a single document. User is having an issue that is not showing the main font in every document that they are using.

Font - SourceSansPro 

I have tried the following - 

• Updated Adobe Distiller
• Windows, Dell, and Adobe are all up to date with installs
• Tried using PDF/A Standard
• Checked all font settings (embedding, encoding, subsettings, permissions, substitution)

I did make sure to try other ways of exporting to a PDF, although the other routes are not as fast with the amount of documents my user has. If I was doing a create -> PDF from a .DOCX, Print to Adobe PDF, or anything else using Adobe products, it would break the font. If I did Microsoft print to PDF or exporting it as a PDF in word, then I would be able to see the font in Acrobat.